Conversation Analytics: understand what your visitors ask
An assistant that holds many conversations every day knows best what your customers care about. XICBOT conversation analytics evaluates those chats, reveals frequent questions, knowledge gaps, popular products and conversions, and turns them into concrete improvements to your assistant, shop and website.
every chat
feeds into the evaluation
real time
in the analytics dashboard
40+
languages detected
GDPR
aggregated, hosting in Germany
An AI assistant that holds dozens or hundreds of conversations every day is more than an answering machine. It is a constant source of insight into what your visitors really want to know, where they get stuck and what moves them to buy or enquire. XICBOT conversation analytics makes that source usable: it evaluates the conversations held and shows you which questions are asked most often, where the assistant lacks knowledge, which products come up in conversation and at which points a chat turns into a purchase or a contact. From these insights we improve the assistant, your knowledge base and your website together, driven by data rather than gut feeling.
What your visitors really ask, made measurable
What Conversation Analytics evaluates
The evaluation does not just describe how many conversations took place. It sorts the content by topic, detects recurring patterns and makes visible where your assistant is strong and where sharpening pays off. Instead of leaving you alone with raw data, conversation analytics bundles the key signals so the next steps become clear at a glance. Every metric is therefore a hint about what to improve next, sorted by frequency and impact.
Frequent Questions
A ranking of the topics your visitors raise most often, from delivery time and prices to opening hours. So you see in black and white what occupies your customers.
Knowledge Gaps
Questions the assistant could not cleanly answer from your content are flagged. This is exactly where we extend the knowledge base or your website, instead of inventing answers out of thin air.
Popular Products
Which products are discussed, compared and asked about in the chat, often before they show up in the sales figures. An early indicator of demand and assortment.
Conversion & Sales
The share of conversations that turn into a purchase, an appointment or a qualified lead, and at which points in the flow visitors drop off.
Handover Rate
How often the assistant hands over to a human and on which topics. If the rate rises for one topic, that is a clear signal to improve there.
Languages & Devices
Which languages your visitors write in and whether they are on a smartphone or a computer. The basis for content that fits your real audience.
Try XICBOT live
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The real value appears where a number becomes an action. When questions about order status pile up, we activate a status lookup in the support assistant. When visitors repeatedly ask about a particular product or variant, we surface matching product cards and sharpen the advice in the shop assistant. This closes the loop between reading and acting, and your assistant gets more precise with every week.
From metric to concrete action
The analysis does not stop at colourful charts. Every detected pattern comes with a concrete recommendation: add a missing answer, enable a new action, surface a product card or phrase a section on the website more clearly. We implement these improvements with you and then measure whether the metric moves as expected.
- Detected knowledge gaps become additions to the knowledge base
- Recurring tasks become new actions of the assistant
- Requested products are placed more visibly in the chat
Aggregated evaluation, hosted in Germany
The evaluation needs no personal profiles. Conversation analytics works with aggregated metrics and topics, not with tracking individuals. Processing and hosting are located in Germany, governed by a data processing agreement with clear deletion periods. Your conversation data belongs to you and is neither sold nor passed on.
- Aggregated metrics instead of personal profiles
- Data processing agreement, deletion periods and data sovereignty
- No sale and no sharing of your data
How evaluation becomes improvement
Conversation analytics is not a one-off report but a continuous loop. In manageable steps we turn the conversations held first into metrics, then into insights and finally into improvements whose impact we measure again. This way your assistant keeps developing without you having to wade through data yourself.
Capture
Every conversation feeds into the evaluation, GDPR-compliant and aggregated. The assistant records which questions were asked, which products were mentioned and which actions were carried out, without tracking individuals. The only basis is the chat flow on your own website.
Conversation analytics in the Pro package · net plus VAT
- Real-time analytics dashboard plus a weekly evaluation
- Frequent questions, knowledge gaps, popular products and conversion
- Concrete recommendations that we implement with you
- Aggregated evaluation, hosting in Germany
Conversation analytics is part of the Pro package: one-time setup from 2,900 € net, operation from 149 € per month net, including shop connection with Shopware Community Edition, product cards and cart in the chat. Every project begins with a free initial consultation and, on request, a free demo with a test assistant for your website.
What you can do with the insights
An evaluation is only worth as much as the steps that follow from it. That is why we translate every insight into a concrete action on the assistant, shop or website, keeping an eye on what makes the biggest difference. The following list shows typical measures that can be derived directly from the conversations and that we implement together with you, before we measure the impact again.
- Add missing answers to the knowledge base so frequent questions are answered instantly and from your own content
- Enable new actions, such as a status lookup or an appointment booking, when a topic keeps coming up in the chat
- Surface product cards where visitors specifically ask about certain products or variants in the conversation
- Defuse drop-off points in the purchase process, for example with a clear hint about shipping cost or delivery time
- Sharpen website content when visitors keep searching for the same information in the chat instead of finding it
- Align assortment and offers with the visible demand from the conversations, often earlier than the sales figures show
- Adapt the assistant's greeting and suggestions per page to the most frequent concerns of the respective visitors
Concrete cases from the evaluation
How does conversation analytics help in everyday practice? The following journeys are anonymized and illustrative, but show typical patterns from our project experience. They connect the reading of conversations with the concrete actions that follow. One example of measurable impact: around 70 percent (Baymard Institute) of online carts are abandoned, and the evaluation makes visible at which point in the conversation this happens, for instance at the shipping cost or an open question about delivery time.
Typical insights and what follows from them
Illustrative examples from typical project histories (project experience) — anonymized.
Evaluation without tracking individuals
Without and with conversation analytics
Without evaluation, many decisions remain guesswork: you sense which questions are frequent and puzzle over why purchases break off. With conversation analytics the answers are available as a metric, traceable from real conversations. The comparison shows where the difference lies in everyday practice.
| Everyday question | Without evaluation | With XICBOT conversation analytics |
|---|---|---|
| Which questions come up most often? | gut feeling and single impressions | a ranking from real conversations |
| Where does the assistant lack answers? | rarely noticed in time | knowledge gaps are flagged |
| Which products are of interest? | only later in the sales figures | demand visible already in the chat |
| Where do purchases break off? | unclear and hard to grasp | drop-off points visible in the chat |
| What do we improve first? | a guess without priority | priority by frequency and impact |
Analytics that grows with your business
Your business does not stand still, and neither should your assistant. New products, seasonal promotions, changed opening hours or an additional language change what visitors ask. Conversation analytics keeps pace: it shows when a new topic emerges, whether an action is well received and where new questions arise after a change. This keeps the assistant close to the reality of your operation, instead of being set up once and then left to itself. The insights flow back into the knowledge base, actions and website, and both the support assistant and the shop assistant become more accurate with every week.